Shipping & Delivery Terms & Conditions
These Shipping & Delivery Terms and Conditions apply to all orders placed with The Mattress People via our website, in-store, or through authorised sales channels. By placing an order, you agree to the terms outlined below.
1. Order Processing Time
All orders are subject to availability and confirmation of payment.
Orders are typically processed within 7-14 business days, excluding weekends and public holidays.
During peak periods, promotional campaigns, or high order volumes, processing times may be extended.
Customers will be notified should there be any significant delays in processing or fulfilment.
Please note that processing time is separate from delivery time.
2. Shipping Options and Delivery Costs
We offer various delivery options depending on your location and the items purchased.
Delivery methods, estimated delivery times, and applicable costs are displayed at checkout or confirmed by our sales team.
Delivery fees may vary based on product size, delivery address, and service requirements (e.g. stairs, special access).
Any additional delivery requirements must be disclosed at the time of order to avoid delays or extra charges.
3. Damaged or Lost Packages
We take great care in packaging and delivering your order.
If your order arrives damaged, please notify us within 24 hours of delivery and retain all original packaging.
Visible damage should be noted on the delivery documentation at the time of receipt.
In the event of a lost package, we will work with the courier to investigate and resolve the matter as quickly as possible.
The Mattress People is not responsible for delays or losses once delivery has been completed and signed for.
4. Returns & Shipping Costs
To initiate a return, please email a copy of your purchase invoice to info@themattresspeople.co.za. Our team will guide you through the return process.
Customers are responsible for all return shipping costs. Please note that shipping fees are non-refundable. If a refund is approved, the cost of return shipping will be deducted from the total refund amount.
Delivery times for exchanged items may vary depending on your location and courier services.
For higher-value items, we strongly recommend using a trackable shipping service or purchasing shipping insurance. The Mattress People cannot guarantee receipt of returned items without proof of delivery.
5. Force Majeure
The Mattress People shall not be held liable for delays or failure to deliver due to circumstances beyond our reasonable control. These may include, but are not limited to:
Natural disasters
Extreme weather conditions
Strikes or labour disputes
Supply chain disruptions
Government regulations or restrictions
In such cases, delivery timelines may be extended, and customers will be kept informed where possible.